FWD Philippines unveils initiative to drive customer-informed product development
FWD Philippines unveils initiative to drive customer-informed product development | Insurance Business Asia
Life & Health
FWD Philippines unveils initiative to drive customer-informed product development
Initiative is part of company’s commemoration of 10th anniversary
Life & Health
By
Roxanne Libatique
FWD Life Insurance (FWD Philippines) has rolled out a new initiative, FWD Champions, a customer panel aimed at gathering direct feedback from clients to inform and enhance the development of its insurance products and services.
This launch is part of the company’s commemoration of its 10th anniversary, reflecting its commitment to aligning offerings with the evolving needs of its customer base.
FWD Champions
The FWD Champions panel invites customers to actively participate in shaping the company’s product and service offerings by providing insights into their needs and preferences.
This initiative supports FWD Philippines’ broader strategy to refine its customer service approach and ensure that its products remain relevant and responsive to market demands.
Judith Baliton, chief life operations officer at FWD Philippines, said the initiative allows the company to rethink how it delivers value and enhances its mission to change how people perceive insurance in the country.
“Our customers are at the heart of everything we do. They’ve led us on our journey to delivering excellent customer experiences since day one,” she said.
FWD Philippines tech investments
FWD Philippines highlighted its track record of integrating digital tools to make insurance more accessible and user-friendly.
Notable innovations include the introduction of paperless transactions, the establishment of 24/7 customer service through the Customer Connect hotline, and the launch of the FWD Online Shop in 2019, where customers can buy insurance without undergoing medical tests.
The company also developed the Omne by FWD app, which enables policy management and encourages users to adopt beneficial habits.
In addition, FWD Philippines has leveraged artificial intelligence (AI) to improve customer engagement, exemplified by its AI chatbot Fi, which offers assistance on the company’s website.
The FWD Champions initiative was officially launched on Aug. 17 in Bonifacio Global City, with 30 selected customers, including key clients, in attendance.
These grants support local initiatives focused on financial literacy, career development, social entrepreneurship, and community health and wellbeing.
The grants will fund various projects across the region, including financial education programs in Cambodia, mental health initiatives for students in Hong Kong SAR, and support for female entrepreneurs in Indonesia’s InnovateHer Academy.
Other projects include environmental and STEM education in Malaysia and financial literacy initiatives in the Philippines.
FWD Philippines partners with Save the Children Philippines
Coinciding with the community grants, FWD Philippines has partnered with Save the Children Philippines to support young Filipinos affected by natural disasters.
This collaboration will use the Omne by FWD mobile app to enhance disaster preparedness and provide relief to children in vulnerable communities.
FWD Philippines will donate up to PHP50 to Save the Children’s Emergency Fund for each policyholder who engages with the Omne by FWD app for the first time. The donations will be made in two stages: PhP25 when a policyholder links their policy to the app and an additional PhP25 after completing their first transaction.
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